Guys, I recently updated my Enginuity software to rev 12, on doing so it could no longer read and sensors other than the Engine ECU sensors, I reported this to Enginuity who then sent me rev 13, but it has the same problem.


I reported all of this to them, they said "there must be a problem with your car".


I reinstalled rev 11 and it works as it did before, full access to all ecus, and all sensors can be read.


I reported this back to Enginuity and so far silence.


Has anyone else had these problems?

 

I didn't do the updates yet. Please keep us informed.

 

I have used v12 and it worked as it should.

Couple of thoughts:
Did you also update the firmware in the OBD connector?
Did you re-input the Jaguar add on access code?

 

Did you also update the firmware in the OBD connector? No, I will have a look for that.


Did you re-input the Jaguar add on access code? - Yes


Which cable do you have, mine is the ST05 rev7c.

 

I have since sold the set and replaced with SDD, so I don't recall exactly the rev of the cable. It was their latest model though, the one that doesn't require the USB key dongle.

 

I asked about a firmware update for the cable but was told I already have the latest revision for my cable, and was told that an engineer was investigating the issue.


Given I had to pay for the latest version of software I expect a resolution or a refund.


I also may start to look for an alternative to AE as it is very slow and clunky.


Surprisingly I also found the newer versions to be even slower and kept crashing.

 

I also 'upgraded' software to AutoEnginuity Giotto version 13.0.0 in December. Mine is the older connector with the USB dongle.

The firmware download confirmed I was running the latest level but I had to pay AE for the software version update. No issue there - it was made clear at original purchase that an annual charge was payable to keep the software up-to-date.

I only upgraded because Giotto promised a much improved interface. In fact it's little changed, a dated design and doesn't work properly.

The first Jaguar enhancement code from AE wouldn't activate but a replacement was successful. Again I have no issue with Customer Service on their response to this.

Having got the Jaguar Enhancement reactivated, I then found version 13 didn't work like the earlier versions 11 and 12 and entered into an exchange of emails with Customer Support. Effectively I was telling them it didn't work and they were telling me there wasn't a software issue. By this time it was coming up to Christmas and I was leaving for France so I didn't take it any further.

When I read your post it reminded me I hadn't done anything more about it since coming home.

Graham

 

Still no resolution on this from AE, in fact no communication from them at all.


Sent them one last reminder tonight, if no resolution from them by Wednesday I'll request/demand a refund.

 

I've just checked AE website to see if there's an update to the obviously flawed original Giotto software version 13.0.0 released in November.

I see users now have to apply to AE even just to find out if there are any software updates. Nothing on the site shows the current version number.

Graham

 

The version I have is 13.0.1 with a build date of Dec 2014, I got a response last night after I pushed again, saying, "the fault could not be replicated by engineering", and suggesting that I run the software "as an administrator", which I did and made no difference.


As a result I asked for a refund and have as yet had no response.

 

Guys, I don't use this software but see you're having issues with some latest version, I also don't know what ver of Windows you are running on, if nothing else there are some compatibility settings for programs I'm not sure you are aware of. Right click on icon and select properties you may see something like the pic below. I've had a few occasion I've needed to modify this setting for a older app (regardless of the new update). Kinda pulling at straws here

 

The Jaguar capability of AE was probably always a low volume seller.

Now with IDS/SDD freely usable at low cost, their interest must be
dwindling rapidly. It would be surprising if they weren't aware of
the IDS/SDD presence.

It's too bad when software vendors won't own up to a defect.

The right way to do it is: acknowledge problems, communicate the required action,
set a reasonable timeline for defect resolution, and maintain communication with
the user.

Works wonders for keeping anxiety at bay for the user.

 

All of that takes time, effort and generally giving a crap about your customer.

My experience is that engineers are especially bad about the last one.

Not to say that it is malicious, but it amazes me how difficult it is for people to get their head out of how they plan to build something long enough to think about how they might react if they had to actually use it.

That's part of why Apple does so well, it's a design company that employs some engineers not an engineering company that employs some designers.

 

Is there a post on how to get this anywhere?

 

Two main threads in General Tech Help on genuine JLR Mongoose / Mongoose clones and SDD /IDS software:

https://www.jaguarforums.com/forum/g...-33347/page22/

https://www.jaguarforums.com/forum/g...d-truth-32683/

Either Google or search ebay UK for suppliers. I used this one although the style of the ad looks to have changed since I got mine:

JLR Mongoose, JLR Mongoose for Jaguar and Land Rover - BP£50.73 - GBP£49.99

Graham

 

I'm really pointing out that AE is not the best route for Jaguar diagnostics.

This is also true of many makes given the recent EU directive on diagnostics
interfaces.

As far as coupling the response to any perceived inability of engineers to
empathise with users, that is orthoganal to the matter of customer relations
and running the business.

That is the job of sales/support/managment. The answers may come from
engineering, but sales/support/managment ought to seek out and disseminate
the answers.

Even if the answer is "the product is dead and there will be no fix".

I wear multiple hats and my answers take the suggested form when
there is a problem. It is also accompanied by a commitment to
contact the customer directly when there is a resolution or
workaround.

As a result, the churn rate is very low.

++

 

It should be orthogonal, but in my observation the propensity is for engineering companies to put engineers into sales/support/management positions, and thus they generally suck at it.

This one plays into the misguided human condition of not wanting to tell someone something they don't want to hear. Better to deny reality than to admit than to admit you simply aren't going to help someone for business reasons.

AE is not too far up the road, and I have visited them a few times to sort out a problem with their product vs my car. Generally they are pleasant and helpful in person, but they are DEFINITELY engineers.

I'll be honest, I work for a big semiconductor company, which is quite good at engineering, but rather misses that whole customer service bit. I am not defending the behavior, but having met the AE guys a time or two, I can say that it is not so different from what I see on a typical day.

Best advice is to vote with your dollars. That's what I did, bought a ManGoose from China and sold my AutoEnginuity.

 

Thanks Graham, I had spotted this one IDS, SDD the naked truth but it was giving me a headache.

 

OK I got a response from AE today after asking for a refund twice.

However I think Graham is having problems with his cable/dongle version. I think its time to cut and run.

 

I will stay with my older version, which works fine on the '97-'06 cars. I almost did an upgrade last year, now I know how lucky I was by procrastinating.